CX Enablement Lead: QA, AI Deflection & Training

Imprint; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Imprint in New York seeks a Senior Manager of CX Enablement to own quality, training, and knowledge management across omnichannel support. You will shape QA frameworks, drive AI-powered deflection, and manage knowledge base and agent training excellence.

You will collaborate with engineering, ops, product, and vendor teams to scale content quality, link quality inputs to AI, and improve readiness for partner launches, reporting to the Director of Customer Operations.

Qualifications

• 7+ years in customer experience, with 4+ years in quality management, training, enablement, or knowledge management roles.
• Experience owning CX quality, training, and enablement at scale (100+ agents, in-house or outsourced), ideally omnichannel.
• Hands-on experience implementing AI-powered deflection projects using tools like Sierra, Ada, Decagon, Forethought, or comparable LLM-based platforms.
• Strong technical fluency with CX platforms such as Salesforce, Zendesk Guide and Support, or comparable knowledge base and support systems (not homegrown tools).
• Experience with QM platforms such as Maestro QA, Klaus, Playbox, Stella Connect, Tether AI, or similar quality automation tools.
• Exceptional writing skills with the ability to produce compliance-ready content that requires minimal iteration with legal or regulatory teams.
• Data fluency: able to analyze QA trends, CSAT drivers, sentiment data, and agent performance metrics to identify systemic issues vs. behavior gaps.

Responsibilities

• Own the design, implementation, and continuous improvement of quality management frameworks that drive consistent agent performance across omnichannel support.
• Lead knowledge base strategy and operations in Zendesk, including content audits, ownership models, refresh cadence, and optimization for both human agents and AI consumption.
• Drive Sierra AI deflection strategy by analyzing feedback data, identifying content gaps, optimizing knowledge for LLM ingestion, and improving customer‑facing AI delivery.
• Partner with Imprints BPO training teams to design and monitor training programs that address systemic quality issues, leverage AI automation, and scale effectively with new partner launches.
• Build and maintain the technical architecture that connects quality inputs (QA automation, CSAT, sentiment analysis) to training outputs and knowledge base improvements.
• Use data from QM platforms, Sierra AI, and CSAT to diagnose root causes of quality issues—differentiating agent behavior from systemic or content gaps.
• Lead partner launch readiness by designing QA strategies, training plans, and content requirements that prevent launch failures and training debt.
• Establish cross‑functional collaboration rhythms with vendor ops, engineering, product, fraud ops, partner success, compliance, and legal teams.
• Manage and develop a team of 2-3 associates responsible for execution, monitoring, and continuous improvement of quality and training operations.

Skills

CX quality management

Training & enablement

Knowledge management

Data fluency

Cross-functional collaboration

Communication & writing

Tools

Salesforce

Zendesk Guide

Maestro QA

Tether AI

Job description

Imprint in New York seeks a Senior Manager of CX Enablement to own quality, training, and knowledge management across omnichannel support. You will shape QA frameworks, drive AI-powered deflection, and manage knowledge base and agent training excellence.

You will collaborate with engineering, ops, product, and vendor teams to scale content quality, link quality inputs to AI, and improve readiness for partner launches, reporting to the Director of Customer Operations.